Today, I spent over two and a half hours on the phone with UPS. I was trying to track down my refrigerated medications for my upcoming cycle that we’re supposed to arrive today. They gave me the complete runaround. First, they said my pharmacy called them and told them to hold the medication at a UPS facility an hour from my home. I called the pharmacy, who of course said they did nothing of the sort. They called UPS. By this time I’ve escalated to the first agents manager’s manager. He tells me that it’s locked in a truck and no one can access it until Monday, so they can get it to me Tuesday. Round and round we went. Finally, I outlined the cost of not receiving the medication in time, including the cost of a cancelled cycle, replacing the drugs, and missing work time to figure this out. Once they heard the amount, and I mentioned the possibility of involving attorneys, all of a sudden the morning managers are supposed to call me first thing in the morning and get the box to me by noon tomorrow.
Yes, this is an extreme example. However, I feel that an often unacknowledged toll of IVF is the time commitment. Instead of relaxing and perhaps playing Civ VI or reading a book on a Saturday night, I spent it with four different UPS customer service agents. In my time before and after work, I run around the city picking up medical records that have to be signed for in person, going to monitoring hours, and making endless calls to insurance and doctor’s offices. That and I go the therapy one evening a week and touch base with my reproductive psychiatrist twice a month.
Infertility takes a lot from you and this week, I’m really feeling the pain of replacing down time and time with friends with being my own IVF case manager. Is that something that clinics can get? IVF case managers to help coordinate care and figure all of this crap out.